Job Description
We are seeking a highly driven Senior Delivery Manager with excellent people management skills to join our Service Reliability Group. This individual will be responsible for leading a high-performing team of Azure managed service consultants across Ireland, the UK, and India.
The successful candidate will need to be up-to-date with Azure-managed services and will focus on customer requirements to deliver the best possible service.
The ideal candidate must demonstrate strong commercial and business acumen and a track record in maximizing financial performance and efficiency.
The role is built on the 'Trust' relationship between the Senior Delivery Manager and their clients, resulting in high satisfaction scores, engaged employees, and excellent financial performance.
Key Responsibilities
* Manage the Strategic Triangle: Customer Satisfaction, Employee Engagement, and Profitability
* Monthly and quarterly forecasting of team costs and project revenues
* Review actual performance against forecast and implement corrective measures as necessary
* Collaborate with the Head of Service Delivery Management/Portfolio Director(s)/Account Manager(s)/Practice Head to agree strategy for assigned accounts
* Input to service design and support for service implementation
* Presales, bids, and tenders (presentations, documentation, responses)
* Support customer escalations, issues, problems, and requirements
* Identify and progress Continual Service Improvement initiatives
* Achieve targets and improvement initiatives for customer satisfaction
* Explore and drive opportunities within existing customers for new/additional work
* Work with sales to develop new opportunities with new and existing customers
Qualifications
* Customer service/relationship management experience and experience as a Service Delivery Manager or Senior Delivery Manager
* Experience in translating business requirements into technical requirements
* Strong track record in driving revenue opportunities (Presales, bids, and tenders)
* Resource Management experience: performance management, workload distribution, team development, knowledge management
* Technical experience as a Systems, Cloud, Azure, Azure Reliability Engineer or Administrator OR Consultant
* P&L experience including forecasting (e.g., monthly forecasting of gross profit, accounting for team costs, recurring and additional project revenues and costs)
* Ability and willingness to travel with business (e.g., Ireland and the United Kingdom)